E-Commerce & Operations Manager (Memphis, TN)

ALSAC • Memphis, TN

18d • Hybrid

About The Position

At ALSAC you do more than make a living; you make a difference. We like people who are different…because we’re different, too. As one of the world’s most iconic and respected nonprofits, we know what it’s like to stand out. That’s why we’re looking at you. Your background, perspective, and desire to make an impact set you apart. As we work to help St. Jude cure childhood cancer, we're calling on the game-changers, innovators and visionaries to join our family. Not just for the kids of St. Jude, but also for you. Because at ALSAC, we develop and celebrate our employees. So, bring your whole, authentic self and become part of our shared mission: Finding cures. Saving children.® Job Description The eCommerce & Operations Manager provides strategic and operational leadership for ALSAC/St. Jude’s Merchandise Marketing eCommerce ecosystem. This role owns the end‑to‑end operational performance of St. Jude’s online storefronts, overseeing Salesforce Commerce Cloud (SFCC) administration, Oracle Fusion Order Management and Inventory operations, and the full customer journey—from browsing and checkout through fulfillment, support, and post‑purchase experience. As the operational backbone of the merchandise program, this leader ensures system stability, data integrity, inventory accuracy, and service excellence—while continuously identifying opportunities to improve efficiency, scalability, and customer satisfaction in support of St. Jude’s mission and brand.

Requirements

• Bachelor’s degree in Business, Marketing, Operations, or a related field, or equivalent experience.
• 3–5 years of progressive experience in eCommerce operations or digital commerce program management.
• Hands‑on experience with Salesforce Commerce Cloud (Business Manager proficiency).
• Experience with Oracle Fusion Order Management and/or Inventory modules (or comparable enterprise OMS/ERP platforms).
• Strong analytical, problem‑solving, and troubleshooting skills.
• Proven ability to collaborate cross‑functionally in a complex, mission‑driven organization.
• Experience supporting customer service programs and operational escalation management.

Nice To Haves

• Preferred qualifications include experience in nonprofit retail, cause‑based commerce, or fundraising‑driven eCommerce environments, along with familiarity using digital analytics and reporting tools such as GA4 or Power BI to inform operational decisions.
• The ideal candidate will also bring a working knowledge of PCI compliance, data governance, and privacy best practices, as well as experience managing external vendors or technology partners.

Responsibilities

• Salesforce Commerce Cloud (SFCC) Administration & Optimization Serve as the primary business administrator for SFCC across all St. Jude online retail storefronts. Own site configuration, product catalog setup, pricing, promotions, content slots, merchandising rules, and seasonal updates. Oversee and coordinate integrations with Order Management Systems (OMS), CRM, payment gateways, fraud tools, loyalty programs, and analytics platforms. Partner with IT and external vendors to lead feature enhancements, release management, issue resolution, and performance optimization. Monitor and optimize site health metrics including uptime, page load speed, error rates, and checkout conversion to ensure a seamless donor/shopper experience. Support testing, QA, and deployment readiness for new campaigns, launches, and platform changes.
• Oracle Fusion Order Management & Inventory Operations Own daily operational performance within Oracle Fusion Order Management and Inventory, including order flow, lifecycle tracking, and exception management. Maintain high standards of inventory accuracy, item attributes, safety stock levels, and warehouse coordination. Identify, troubleshoot, and resolve order blocks, backorders, cancellations, and fulfillment constraints. Analyze inventory aging, replenishment needs, demand trends, and SKU performance to inform assortment and lifecycle decisions. Partner cross‑functionally with Supply Chain, Finance, Procurement, and warehouse partners to streamline processes and ensure operational readiness.
• Customer Experience & Service Excellence Design, implement, and continuously improve a customer satisfaction and support framework covering order inquiries, returns/exchanges, and escalations. Partner closely with Donor/Support Services teams to ensure timely, accurate handling of service tickets and complex customer issues. Analyze service data and customer feedback to identify root causes, systemic issues, and opportunities for process automation or improvement. Ensure all customer interactions reflect St. Jude’s brand promise, values, and commitment to excellence.
• Operational Leadership & Cross‑Functional Collaboration Act as the primary operational liaison between Merchandise Marketing, IT, Supply Chain, Finance, Creative, Legal, and external vendors. Lead operational planning and readiness for seasonal campaigns, fundraising initiatives, and new product launches. Develop and maintain documentation for systems, workflows, training materials, and standard operating procedures (SOPs). Support compliance and governance requirements including audits, PCI/security standards, data privacy, and organizational controls. Provide insights, reporting, and recommendations to leadership to support decision‑making and future‑state planning.

Benefits

• Core Medical Coverage: (low cost low deductible Medical, Dental, and Vison Insurance plans)
• 401K Retirement Plan with 7% Employer Contribution
• Exceptional Paid Time Off
• Maternity / Paternity Leave
• Infertility Treatment Program
• Adoption Assistance
• Education Assistance
• Enterprise Learning and Development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees